Bahia Mar Ft. Lauderdale Beach- a DoubleTree by Hilton Hotel

Andrew Hall7 months ago

2/5

My recent experience at Bahia Mar Fort Lauderdale Beach was far from satisfactory, marred by several issues that left me questioning the level of service and professionalism. Upon arrival, I witnessed a concerning incident at the front desk where a guest was frustratedly discussing his unmet request for sheets, despite multiple attempts to get assistance. This lack of responsiveness was disheartening and set the tone for a less-than-ideal stay. During our check-in, we encountered fellow guests who had reservations but were turned away because the hotel had no available rooms. Shockingly, they received no prior notice and were informed only upon arrival. This lack of communication and foresight is unacceptable and reflects poorly on the hotel's management. The check-in process itself was chaotic, with staff members seemingly unable to focus on any one task. Worse, there were instances where staff appeared to laugh or smirk when delivering disappointing news to guests, displaying a lack of empathy and professionalism. Upon entering our room, we were greeted by a wet carpet extending from the front door to the bathroom. Despite bringing this to the attention of the manager on duty, no solutions were offered, and the issues persisted throughout our stay. The lack of ownership for problems and inadequate resolution efforts were disappointing. To make matters worse, I was approached by another guest who shared a similar negative experience, having been turned away the previous night. Additionally, I overheard a guest complaining about a moldy smell in their room, and the staff's suggestion of using air freshener as a solution raises concerns about the hotel's commitment to maintaining a healthy and comfortable environment. Despite providing feedback through an automated text and in person, where I expressed my concerns and was told the manager would reach follow-up, I never received any follow-up. This lack of communication and accountability further diminishes my confidence in the hotel's commitment to guest satisfaction. In summary, my stay at Bahia Mar Fort Lauderdale Beach fell short of expectations due to poor communication, unprofessional behavior, and unresolved issues. I hope these concerns are addressed promptly to ensure a more positive experience for future guests.